Iceland Foods
reviews and complaints

The 15ft long conveyor belt was not working at Iceland Warehouse Foods in Kirkstall Leeds today. I did not know this and emptied 3 large carriers of food that I have to put on the handles of my Mum’s Wheelchair. Check out girl then told me it wasn’t working and I would have to push ALL the groceries up to her. I said she should have told me first, then I heard a voice lurking behind an end cap saying ‘There is a sign!’ I asked the bearded youngster in his yellow shirt to show me, he pointed at some display, where a shoddy folded piece of A4 was sellotaped. I said it should be on the conveyor belt where people could see it, he simply snapped ‘No’ and proceeded to watch me struggle to push the wheelchair and all my stuff up towards the clerk, who incidently didn’t help either!🤬FYI 2 ladies then came behind me and emptied 2x 12’pack of water and their food, not seeing the stupid hidden sign either! I had to tell them it was broken, the clerk didn’t nor the jumped up little Manager who thought he was too good to help. Horrid place.

Failed to deliver ‘no show ‘no phone call ‘no text ‘ I ordered my shipping from Iceland hove ‘ delivery was set for between 7 and 9 pm, resulting in us going without dinner with 4 hungry grandchildren in the house ‘we waited until 10 pm before giving up but still never got a message or phone call with an explanation - my address is 55 Newick Road Brighton ‘we tracked the vehicle through Iceland online tracking and the vehicle appeared to be static in the same lovation for the duration of my delivery time

I always do online food shopping from iceland Maidstone but lately the keep turning up late. Never got anything I need in stock or giving me something I don't want .my shopping I got today was starting to defrosted I had to put them straight into the freezer. They was hour late with my food 😐 gave me 12 ambrosia rice puddings that I don't even like when they was ment to be two tins of custards. I will not be shopping with them again bad service. Don't know what they are doing in that store .

I ordered a delivery of shopping on 01/06/2023, there were some items unavailable so substitutes were sent which I did not want. Also a few items that were out of date the next day. I called the store and also emailed customer service. I was told I would receive a refund for these items after they had been collected. I waited for the collection, no one came, I contacted them again another two times that same day still no one came. Finally the manager of the store told me to throw the items away and he would process a full refund. I have kept all the emails as proof, the case number I was given is [protected] and my order number was [protected]. My name is Tracey Denton and my postcode is S2 2GT. I have received a partial refund of £5.50 which is for the substituted items but my other out of date items have not been refunded (ham & pork pies). I think the treatment from this company has been disgusting, I will not be shopping at this store again, the whole process has been stressful and unfair.

I bought Rocket and babyleaf salad out of Icelands .I used the last of it today and a huge bug was in there .I have pictures and I don't know wether to get the food standards involve as I am shocked what it could be!

It's discusting I don't know how long it's been there or if its layed eggs..

I have had to chuck all my dinner away .I will be putting it all over Facebook as this is unacceptable

I have pictures and I need something done asap

Friday 31st March 2023

order no [protected]

Delivery slot 15.00-17.00

I’m writing about an order my daughter ordered and paid for today but only received part of it. On ringing the number of the local branch and speaking to a Mr Devon was informed that he and the driver had packed the items themselves. When I implored an error had been made he merely suggested I contact customer services and of course there was no response when I did.

I was floored at his his attitude, my daughter has been a loyal customer of Iceland for years and expect better service. As it’s now Friday late afternoon she’ll have no food for the weekend.

Can someone please get back to me to sort this oversight out?

Regards

Jean Gibson on behalf of my daughter Celia Gibson

Tel: [protected]

FAO: HR ICELAND - NEWHAM, LONDON E13.

Re: Formal complaint against Mary-customer services and Prodip -manager.

I regret to have to write to you with a formal complaint regarding a recent visit to one of your branches located at, 359 Barking Rd, London E13 8EE on the 13.03.2023 around 9am.

I have a speech impediment, mental health difficulties and mobility issues that which I struggle with daily.

Before my encounter with Mary, I overhead her rushing the female customer who was in front of me, to place her shopping on the conveyor belt quickly because theres a queue. This was Mary's first error. It is incorrect to rush customers as they may have conditions which prevent them from moving at a fast pace.

When it was my turn Mary told me to hurry and put my shopping on so the next person can begin. At this point I nodded my head to acknowledge her, as speaking requires alot of energy. Which I am certain she saw, because she kept huffing and puffing disapprovingly loudly at the pace of which I was unloading my shopping basket. She made me feel extremely uncomfortable and at this point my anxiety had already become triggered.

Whilst I began packing my shopping away in to a bag I had brought from home, she asked if I needed a bag. To which I showed her my bag.

She then aggressively confronted me with yet another angry remark "what is your problem?" I was shocked and disappointed.

She continued her aggressive remarks " I spoke to you so many times and your ignoring me, what's your problem?"

I then said to her " I have a mental health condition and a speech impediment, it takes me longer to process and respond. You are being extremely judgemental. I should not have to explain anything to you". I felt embarrassed, humiliated and degraded. I am still in utter shock from having to explain myself.

She then aggressively stated, "your talking fine now aren't you?" I could not believe Mary's response. I asked her if she could hear my speech impediment and see that I am struggling, she shrugged and dismissed my comments. Her aggressive manner, and disgraceful judgemental behaviour is completely unacceptable. I have never been humiliated or felt completely paralysed by unfair, unreasonable and appalling treatment as Mary has displayed. I am physically shaking whilst writing this up. It is so sad and unfortunate that individuals such as Mary are employed in customer facing roles.

I shook my head as I was just in disbelief. I am suprised that an individual such as Mary is employed at Iceland. I have been shopping with Iceland over thirty years and have never had such a disgusting experience at any other store.

I asked to speak to the manager. Who I later discovered was almost as awful as Mary. Firstly, he was reluctant to speak in private and stood next to Mary's till and waited for me to explain. I told him I'd like to gave a discussion in private to which he led the way down into the store.

Prodip was reluctant to give me Mary's name, I had to request this from him three times and he kept asking why i needed this. I told him i will be writing a complaint, he said then there is no need to talk to me.

I asked his name and again asked why i wanted it. I began by explaining my conditions and how rude Mary had been to me. He attempted to justify Mary's behaviour and said Mary and I were probably having a bad day. He clearly did not listen to my conditions as it is not a bad day- my conditions are due to a long term issue. He repeatedly interrupted me and spoke over me. He was most umcompassionate, impatient, Prodip completely failed to understand my difficulties I had explained. I was stunned.

I recognised that talking to Prodip was only draining my energy, so I thanked him and left. I felt that he was rushing me to make my point, which I physically cannot do due to my speech impediment. He kept asking me if I was finished talking mid sentence, when I was clearly struggling to get my words out in the first place.

He did not want to provide a helpful perspective to listen, and ultimately was most unhelpful. I felt he had loyalty to Mary and attempted several times to defend her actions. It is sad that Iceland employs individuals who are impatient, unfamiliar with the discrimination act, and have a clear disregard or even contempt for people witb difficulties. They clearly should be removed from a customer facing role.

I have knowledge of working in sales and understand that all staff are trained and should have knowledge of The equality Act 2010. The requirement to be familiar with discrimination. Mary and Prodip unfortunately lacked this.

Unfortunately, this encounter has left me feeling traumatised, triggering my anxiety to a point that I do not feel comfortable or safe to shop at this store any longer due to Mary and Prodip's discriminatory behaviour.

I hope you investigate this matter seriously and urgently. It is unfair for customer to be judged and be treated with such a disgraceful manner.

Yours Sincerely,

Millie

I bought six protein shakes from Iceland in Bexleyheath on Sunday, the 5th of March 2023, and I had one on Sunday and one on Monday. I went to have one today, Tuesday, the 7th of March 2023 and I shook it the way I always do and it is lumpy all throughout and like a thick yoghurt instead of a smooth milkshake consistency. This then resulted in me throwing up at work and being sent home as I work with children I now cannot go to work for two days because I bought this a drink that made me throw up. I immediately checked the expiry date and it doesn’t expire until December 2023. I also have three more left in my fridge which I am not going to open a drink because the smell and the look makes me feel sick.

I have just tried to eat one of off you Iceland cottage pies , instructions say to put in microwave for 8 mins the leave to stand for 1min then continue for a further 8 mins, which I did and it was so dry and tasteless .. I even tried to give it to the dog and he actually turned his nose up at it , it was awful. Just thought that I would inform you guys as normally your food products are really good .

It’s not a complaint as such, I thought Iceland was about recycling but before the single use bags ( that could be used again for kitchen veg peelings or collecting rubbish around the garden after a windy day catch my drift) now these large clumsy bags that the shopping falls out even getting them out of the delivery baskets are no good to anyone, they are very thick so a lot of plastic and really are single use, I have an idea for you, I know they are ‘free’ but as an insentive why not offer 10p off next shop for every basket bag returned, that way they are really being recycled again and again and everyone is happy, thank you for reading my email I look forward to hearing from you

I would like a full refund I had a delivery from slough icelands and I did not receive all my shopping And most of what was not delivered was my children fruit and other bits iv called the store on Thursday and Friday they said it would be back out for delivery didn’t come Thursday and they said on Friday it would be out between 3pm and 5pm and still did not receive the items I have 14 missing items

If you can email me back on

Jessica.[protected]@yahoo.co.uk

i went ot one of your store and i do use your stores alot but i suffer with arthritis and back pain bad and i went to one of your store today and spent 60 just under thinking i get a home delivery and when i got to the till there said no delivery

so i had to pay more money for a taxi and then i had to carry all the shopping up to my flat and i have ending up pulling my back and now i be laid up for about 2 weeks

if your store has no delivery then there should put a notice up saying that there no delivery instead of people going the till and then being told there no delivery so can this please be sorted as i think it unfair and there should say no delivery so now i am in pain and cant move again

Hi I'm filing a complaint about your member of staff Emma who works in your selling branch she said that my husband was to young to buy energy drinks he's 28 nearly 29 and she spoke to my husband wish disrespect

I do not normally have cause to use home delivery, but I had an operation on my leg last week and was therefore unable to get to the store to do my shopping as usual at the weekend, so I thought I would use the home delivery service, so I placed my order which was due to be delivered on Tuesday (31st August) between 3-5pm. It arrived at 5.15, which is fine, however there was no delivery note with it and when the driver had gone I realised I was missing a number of items. I called the customer services number straight away and the kind lady told me that there was no response from the Southmead Bristol Store, which was where my delivery had come from, but she would email them and they would be in contact with me that evening to sort it out.
I waited all evening and there was no call. So again I called the customer service number first thing on Wednesday morning. The adviser kept me on the phone while they called the store and they promised delivery of the missing items between 5-7pm that evening (1st September). I saw an Iceland delivery van pull up outside our house at 6.50 pm, he sat there for a while and then went to drive off! I rushed out with my strapped up leg and on crutches to try to catch him to see why he was not bringing my delivery. He was very embarrassed and told me I was on his list but said he had nothing in the van for me! So again, no missing items! I straight away went to call customer care but they were closed.
So I called again this morning (2nd Sept). The nice lady I spoke to (Rosie) got full brunt of my complaint as I was not happy at this stage, she tried to call the store but again no response. She told me she would send them an urgent email but I refused that as this had not worked before and I was totally ignored and no-one came back to me. After I said I wanted a full refund she then told me she would call the store manager, and she did that whilst I was on the phone to her. She then told me that the Southmead Store would deliver my missing goods between 12-2pm today. Sure enough the delivery did arrive, I checked everything was there, thanked him and sent him on his way.
I have now gone to put stuff away and realised that the loaf of bread is dated best before TODAY, 2nd Sept, and the Weight Watchers Wraps are dated YESTERDY, 1st Sept (see attached pictures). I realise that this is a small petty problem in the big scheme of things going on in the world, and the value of these items is very low, but it is not about the value, it is about the shoddy service I have receive as a customer from a major retail company and there are no excuses for it!
If I treated my customers this way in my job I would be sacked! I will certainly not be using Iceland delivery again, I may not even go to any of the stores in future as I am so annoyed, and I will be sure to tell all of my friends and family and whoever I can think of about the way I have been treated.

I was shopping in Iceland and went to buy some fruit. There wasn't much on the shelfs, or in the fridge. I then found that the fruit left in the fridge were all soft and had mould growing on it. I informed a member of staff and showed them. They responded with "it still needs to be sold so just don't buy it let someone else buy it", I was shocked by this reply I put down my basket of shopping and left the store and went to shop somewhere else.

We have bought this product for a very long time, it's the best fish we have come across, until tonight. The batter was disgusting colour and texture was different, the fish itself was not cod but a substitute of some kind, very mushy. We were so very disappointed, we have recommended this product to so many family and friends. We would like to think that this was a one off, however we are now reluctant to purchase this product in the fixture.

Order no [protected].
This order was delivered today part my order and partly someone else's order. After 2 phone calls delivery man came to collect wrong order but still did not deliver my missing items. I cancelled as unable to wait longer for delivery. The items being collected were defrosting in my hallway. Service dreadful. Will never shop Iceland again.

at 10am on Saturday the 24th may 2014 i slipped and injured my back at the front entrance to the store in a big water puddle there was no wet floor sign and no attempt to cover or clean the water that was on the floor. after i had slipped customers helped me up to my feet and the staff made no apologies and just simply put a wet floor sign out and covered the water with card boards. sense the incident i have been contact with yourselves and had a reply stating that my complaint was being looked at i have had no reply scenes and regret to say i will be seeking legal help and will pursue to sue i will be in contact with news papers and media to help me get the justice i need. the incident was court on camera in store and i have been in touch with witnesses. i have been to hospital a number of times due to back and neck pain and have been signed of work a number of times due to the fall. i am very upset that none of the staff helped me or apologized and stated that they could not find the wet floor sign that's why it wasn't out and that i should have been looking were i was going. if it was an elderly person who had fallen the situation would of been so much worse its just lucky i am normally fit and healthy but not anymore due to my back problems so please can this situation be resolved.